A brand for a company is like a reputation for a person. You earn reputation by trying to do hard things well.
Customer service shouldn't just be a department, it should be the entire company.
We don't want to push our ideas on to customers, we simply want to make what they want.
Instead of focusing on the competition, focus on the customer.
The more advocates you have, the fewer ads you have to buy.
Make the customer the hero of your story.
Always do more than is required of you.
Every contact we have with a customer influences whether or not they’ll come back. We have to be great every time or we’ll lose them.
I've learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.
I believe in the power of recognition and empowerment leading to great employee engagement. And employee engagement is critical to guest engagement. Employee empowerment and recognition is the core of our culture and how we achieve outstanding customer service.